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IT Support Specialist

2 months ago

Havant, Hampshire, United Kingdom HCLTech Full time
Job Description

We are a leading global technology company, home to over 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

About HCLTech

HCLTech is a globally recognized leader in the technology and IT industry, but we've never forgotten the startup mindset that got us here. It enables us not just to pull off game-changing feats but to better our world in the process.

Job Type

This is a fixed-term contractual role.

Key Responsibilities

  • Provide hardware, software, and network problem diagnosis and resolution support via remote access.
  • Route problems to internal 2nd and 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware, software, and network problem resolution.
  • Administer and provide user account provisioning.
  • Respond to assigned tickets from users and follow up until closure.
  • Provide level 1 remote desktop support and perform other activities based on standard operating procedures.
  • Perform user account management activities.
  • Evaluate, analyze, and set up PC-based software products.
  • Troubleshoot client software and basic network connectivity problems.
  • Identify, evaluate, and prioritize customer problems and complaints.
  • May train users and operators on a limited basis and/or may write training procedures.
  • Participate in ongoing training and departmental development.
  • Routine maintenance updates with other IT staff and business units.
  • Provide all required documentation, including standards, configurations, and diagrams.
  • Provide knowledge transfer of Service Desk operations.

Requirements

  • Phone support experience is necessary.
  • Technical Service Desk or technical call center experience is necessary.
  • Hands-on work experience with the following:
    • Windows Operating Systems.
    • Windows 7, Windows Vista, Windows XP, Windows 2000.
    • Servers: Windows 2000, Windows 2003, Windows 2008.
    • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center.
    • User account creation for Active Directory, Exchange Mailboxes, Distribution lists.
    • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
    • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Vision.
    • VPN and remote dial-in users.
    • Support for laptop, desktops, and printers.
    • PDA and BlackBerry support.
    • Good working knowledge of MS Office (including MS Project and Visio).
  • Ability to successfully provide hardware, software, and network problem analysis and resolution support over the phone.
  • Personal dedication to providing high-quality, superior service at all times.
  • Ability to work flexible hours from time to time to cover for other Service Desk staff and to be on call via pager during the week.
  • Concern for order and quality.

Preferred Qualifications

  • 1-3 years of Service Desk, voice customer service, and support experience with problem-solving involving hardware, software, and networks.
  • Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification.
  • ITIL knowledge of V2 or V3, especially on Service Desk, Incident, Problem, and Change Management.

Benefits

  • Competitive salary.
  • Opportunity for career progression.
  • Social benefits package.
  • Competitive compensation and benefits, including up to 20 days' vacation per year, various insurances like Term life and Business Travel insurance.
  • Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
  • Great opportunities to make the role your own, upskill yourself, and get involved with exciting projects.
  • Alongside your professional excellence, you join like-minded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.